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Home

The independent regulator of charitable fundraising in England, Wales and
Northern Ireland.

Search


 * Fundraising Code
   * Using the code
   * Standards: All fundraising
     * 1. Behaviour when fundraising
     * 2. Responsibilities of charitable institutions and those who govern them
     * 3. Processing personal data (information)
     * 4. Processing donations
   * Standards: Working with others
     * 5. Volunteers
     * 6. Fundraising involving children
     * 7. Professional fundraisers, commercial participators and partners
   * Standards: Specific fundraising methods
     * 8. Collecting money or other property
     * 9. Fundraising communications and advertisements
     * 10. Digital
     * 11. Events
     * 12. Lotteries, prize competitions and free draws
     * 13. Grant-making bodies (including trusts and foundations)
     * 14. Payroll giving and post-tax salary donations
     * 15. Legacies
   * Index
   * Glossary
 * Complaints
   * Make a complaint
   * Investigations
   * Annual Complaints Report
   * Other organisations that can help
 * Registration
   * Charity registration
   * Non charity registration
   * Our fee structure
   * Log in
 * Guidance
   * Search our guidance
   * Fundraising topics
   * Webinars
 * Directory
 * FPS
   * Manage your communications
   * Access your suppressions
   * View FPS code breaches
 * More
   * Annual event
   * Annual report
   * About us
   * Get involved
   * Latest news
   * Resource library
   * Self-reporting
   * Contact us
   * Work for us


BREADCRUMB

 1. Home
 2. Complain about us


COMPLAIN ABOUT US

We understand that there may be occasions when you may not be happy with the
service you have received. If our service has failed to meet your expectations,
we ask that you let us know. We will try to address your concerns, learn from
our mistakes and improve the service that we offer.


COMPLAINTS ABOUT OUR CASEWORK

We consider complaints about charitable fundraising where these cannot be
resolved by organisations themselves or where it has caused, or has the
potential to cause, significant public harm.

Our decisions are final and there is no process of appeal. However, parties to
the complaint may request a review of our investigation decisions, or our
decisions not to investigate.

Requests for review are considered in line with our complaints process. Please
read this information before making a request.


COMPLAINTS ABOUT OUR INVESTIGATION DECISIONS

Complainants or fundraising organisations being complained about may request a
review of an investigation decision if they can show that one or more of the
following criteria are met:

 * where we have refused to reopen an investigation in response to new evidence
   (an explanation of why it was not made available previously will be
   required);
 * where there was a material defect in the process by which our decision was
   made - in particular if relevant factors were not taken into account or
   irrelevant factors wrongly taken into account; and/or
 * where our decision is manifestly unreasonable and not one we could sensibly
   have made having regard to all the relevant facts.

These requests should be addressed in the first instance to the Vice Chair of
our board.


COMPLAINTS ABOUT DECISIONS NOT TO INVESTIGATE

Complainants or fundraising organisations being complained about may request a
review of a decision not to investigate if they can show that one or more of the
following criteria are met:

 * where there was a material defect in the process by which our decision was
   made - in particular that relevant factors were not taken into account or
   irrelevant factors wrongly taken into account; and/or
 * where our decision is manifestly unreasonable and not one we could sensibly
   have made having regard to all the relevant facts.

These requests should be addressed in the first instance to the Chair of our
Complaints and Investigations Committee.


IF YOU REMAIN DISSATISFIED

If you remain dissatisfied following a response from the Vice Chair or the Chair
of our Complaints and Investigations Committee, our external reviewer can
independently consider whether there are grounds for them to review the case.
Please refer to our complaints process for more information.


CONTACT US

Please specify if your message is for the attention of our Vice Chair or the
Chair of our Complaints and Investigations Committee. Contact us:

 * by email at admin@fundraisingregulator.org.uk
 * by post at Fundraising Regulator, Eagle House, 167 City Road, London, EC1V
   1AW.

If you are unable to make your complaint in writing, please call 0208 154 0362.
You will be asked to record a message with the details of your complaint and a
member of our team will call you back.


COMPLAINTS ABOUT OUR OTHER SERVICES


HOW TO MAKE A COMPLAINT

If you have a concern about other aspects of our casework or about any of our
other services, you should address your concerns in the first instance to our
Chief Executive. 

When you contact us, make it clear why you are unhappy, and how you believe we
can resolve the problem. If we are able to, we will address the complaint and
put right anything we have done wrong as quickly as possible. 


TIME LIMITS

Complaints should be raised within four weeks of the last contact with a member
of our staff, or within four weeks of the date of the incident you have concerns
about. 

We will not generally accept complaints raised later than this and then only in
exceptional circumstances.


RESPONDING TO COMPLAINTS

We will generally acknowledge receipt of a complaint about our services within
one week. 

In normal circumstances, we will respond within four weeks. If we are unable to
respond within that time, we will let you know.

If we find that the complaint is justified, we will let you know what action we
intend to take to remedy the problem. Please note that we cannot offer financial
compensation.


IF YOU REMAIN DISSATISFIED

If you remain dissatisfied following the Chief Executive’s response, you may
seek a review. Requests for review should be addressed to the Vice Chair of our
board.


CONTACT US

Please specify if your message is for the attention of our Chief Executive, or
Vice Chair. Contact us:

 * by email at admin@fundraisingregulator.org.uk
 * by post at Fundraising Regulator, Eagle House, 167 City Road, London, EC1V
   1AW. 

If you are unable to make your complaint in writing, please call 0208 154 0362.
You will be asked to record a message with the details of your complaint and a
member of our team will call you back.

Fundraising Regulator Eagle House 167 City Road London, EC1V 1AW

0300 999 3407


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© 2023 Fundraising Regulator is a company limited by guarantee (no. 10016446) in
England and Wales. Our registered office address is Eagle House, 167 City Road,
London, EC1V 1AW.


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